ZelleFAQ

Investors Bank together with Zelle

Frequently Asked Questions

Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes1 . With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank2.

It’s easy! Zelle is already available within the Investors Bank’s mobile app and Investors Online Banking! Check our app or sign-in online and follow
a few simple steps to enroll with Zelle today.
When you enroll with Zelle through the Investors Bank Mobile app, your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Investors Bank). When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its “directory” and notifies Investors Bank of the incoming payment. Investors Bank then directs the payment into your bank account, all while keeping your sensitive account details private.
You can send, request, or receive money with Zelle. To get started, log into Investors Online Banking or the Investors Bank mobile app and select “Send Money with Zelle®”. Enter your email address and U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re ready to start sending and receiving with Zelle.

To add a new Contact, choose “Settings” then “Contacts”, then “Add New Contact”. You can also select “Send”, “Receive” or “Split” and then select “Add New Contact”. Add their name and email address or U.S. mobile phone number, then select “Save”.

To send money to a trusted recipient using Zelle, choose “Send”, choose their email address or U.S. mobile phone number, add the amount you’d like to send, select REVIEW and add an optional note, then hit “Send” and “All Done.” In most cases, the money is available to your recipient in minutes1.

To request money from a trusted recipient using Zelle, choose “Request,” choose their email address or U.S. mobile phone number3, enter the amount you’d like to request, select REVIEW, include an optional note, review and hit “Request” and “All Done.”

To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.    
Zelle is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor 2.

Since money is sent directly from your bank account to another person’s bank account within minutes1, Zelle should only be used to send money to friends, family and others you trust.

Neither Investors Bank nor Zelle offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected. If you do not receive the goods or services that you paid for, or the goods or services that you received are damaged or are otherwise not what you expected, Investors Bank and Zelle are not liable for any related losses or damages. Additionally, neither the Bank nor Zelle shall be liable for any typos or keystroke errors that you may make when using Zelle.

You can send money to friends, family and others you trust2.

Since money is sent directly from your bank account to another person’s bank account within minutes1, it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number.

To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.

If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes1.
If you have not yet enrolled with Zelle, follow these steps:
1. Click on the link provided in the payment notification you received via email or text message.
2. Select Investors Bank.
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle using that email address or U.S. mobile number to ensure you receive your money.

You can find a full list of participating banks and credit unions live with Zelle here.

You can find a full list of participating banks and credit unions live with Zelle here.
If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.
To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa®; or MasterCard ®; debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

Investors Bank does not charge any fees to use Zelle 4 .

Yes! They will receive a notification via email or text message.

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.”
 
If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us at 855.iBank4u (855.422.6548) so we can help you.
Money sent with Zelle is typically available to an enrolled recipient within minutes1.
If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient’s account, typically within minutes1.
If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number.

If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

Still having trouble? Please contact our Client Care Center at 855.iBank4u (855.422.6548) or get in touch through our support page.
Keeping your money and information safe is a top priority for Investors Bank. When you use Zelle within our mobile app or online banking,
your information is protected with the same technology we use to keep your bank account safe.

1 Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle.

2 Must have a bank account in the U.S. to use Zelle. 

3 In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already enrolled with Zelle.

4 Mobile carrier fees may apply.

Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

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